Company description:

The City of Canterbury Bankstown is one of the largest Council's in NSW with the most culturally, socially and economically diverse communities in Sydney. We deliver 28 key services such as childcare, waste collection, parks maintenance, libraries, community facilities and aquatic centres to over 380,000 residents.

Job description:

The role

The Infrastructure Support Analyst position plays a key role in delivering reliable, high quality support that keeps our organisation running smoothly. In this frontline position, to not only resolve technical issues with accuracy and efficiency that will also shape the customer experience through responsiveness, professionalism, and service mindset. Working within a high performing ICT service desk, you'll ensure every interaction drives user confidence and meets or exceeds agreed service levels.

Duties will include but not be limited to:

• Lead the investigation and resolution of infrastructure-related technical issues, identifying root causes and preventing recurrence.
• Triaging and managing requests when working proactively to reduce incidents and avoid unplanned outages.
• Deliver expert technical support across all infrastructure systems, ensuring reliability, performance, and integration.
• Support our service desk team during business hours and be part of an on call rotation to maintain 24/7 service continuity.
• Provide support to our customers through a variety of channels, including in-person, telephone, and remote access tools.
• Monitor system health, ensure applications are running smoothly, and take initiative to identify performance bottlenecks.
• Plan, prioritise, and manage incidents and change requests, reducing backlog and keeping operations streamlined.
• Monitor system performance to ensure that all software applications are functioning optimally.
• Collaborate with other subject matter experts to support key applications deployed within our Standard Operating Environment (SOE).
• Partner with peers across ICT to ensure systems are integrated and aligned with business needs.
• Document solutions, update knowledge bases, and report on system performance to support transparency and future troubleshooting.
• Stay ahead of the curve with emerging technologies and best practices, continuously improving how we work.

*For a full list of duties, click here to review the position description.

You will have:

• Tertiary qualifications in ICT or related discipline.
• Drivers Licence.
• ITIL v4 foundation certification.
• Provide expert support across a modern tech stack including Microsoft 365, Windows 10/11, Citrix, Active Directory, cloud-based services, printing, mobile device management and LAN/WAN infrastructure.
• Problem solving mindset to lead the diagnosis and resolution of complex technical issues, managing incidents through to resolution within SLAs.
• Communicate technical information clearly and confidently to a range of audiences from end users to senior stakeholders.
• Collaborate with teams and stakeholders to ensure ICT services are responsive, secure, and customer-centric.
• Support and enhance service management processes, including incident, problem, and change management using modern ITSM tool.
• Apply critical thinking and initiative to manage fluctuating workloads, prioritise effectively, and drive resolution under pressure.
• Contribute to ICT security best practices and ensure compliance with relevant standards and protocols.
• Take ownership of continuous improvement initiatives that enhance system performance and the overall user experience.

The salary range for this opportunity starts at $90,858 (Grade G, Step 1) + 11.5% super. Salary may be negotiable dependent on skills and experience.

What's on offer:

• An attractive remuneration package.
• Embrace a better work-life balance with our Accrued Time Off program, designed to prioritise your well-being and help you manage the balance between your personal and professional life.
• Permanent full-time position with Local Government conditions such as long service leave after 5 years, annual salary increases and generous parental leave options.
• Contribute to making a positive impact on our community.
• An investment in your professional growth, fostering continuous learning and development opportunities.
• Access to our employee Health and Wellbeing Programs.

For more information, please contact Andrew Wong (Coordinator ICT Customer Experience) at [email protected].

You will need to submit your application via the ‘Apply' button below and create a login using your email address and upload a:

• Resume; and
• Cover Letter addressing the essential qualifications and experience within the position description and explaining your suitability for the role.

Applications close Tuesday, 10 June 2025

CBCity is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We want our workplace to reflect the diverse community we serve. We encourage applications from all backgrounds, experiences and abilities; this includes people with disability, Aboriginal and Torres Strait Islanders, the LGBTQIA+ community and people from culturally diverse backgrounds.

If you require support with your application and throughout the recruitment process, please contact the Talent Management Team at [email protected]

Successful applicants may be required to undertake a Criminal History Check, Medical and/or Working with Children Check in accordance with the position.

Applicants must hold an Australian citizenship, permanent residency, or possess a valid work permit/visa with full unrestricted working rights to be eligible.